Malina Casino - El jugador exige una indemnización por las pérdidas sufridas tras la reapertura de su cuenta.

This casino, knowing about my gambling problems, which I've reported on several occasions, has continued to reopen my account without my consent. I've tried to reach an agreement with them for a quick resolution, but they tell me that according to the casino's rules, losses cannot be refunded. What I don't understand is where in the casino's terms and conditions it specifies that they can reopen my account without confirming the reopening and send me bonuses to encourage losses. Therefore, I am demanding a refund of my losses from the last time.

Este casino sabiendo mis problemas con el juego que se lo e comunicado en varias ocasiones me a seguido reabriendo la cuenta sin mi consentimiento, he intentado llegar a un acuerdo con ellos para la pronta resolución pero me dicen que según los reglas del casino no sé puede devolver cantidades perdidas y lo que no entiendo en qué parte de las condiciones del casino especifica que puedan reabrirme la cuenta sin confirmar esa abertura y me manden bonos para incitar las pérdidas. Por ellos les reclamo lo perdido la ultima vez.

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Dear Pelegrin,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I don't have the emails because I deleted them trying to hide my problem from my family, but the casino must have them all. I've always said that my account will be permanently closed with no possibility of reopening it because of my gambling problems.

No dispongo de los correos por qué los borre intentando ocultar mi problema a los familiares, pero el casino debe disponer de todos ellos los cuales siempre e dicho que se me cerrará la cuenta de forma permanente sin posibilidad de reabrirla por mis problemas con el juego

I can show you with the email that they reopened my account without permission and gave me €100 to entice me to gamble.

Les puedo mostrar con el correo que me.reabrieron la cuenta sin permiso y dándome 100€ para incitarme al juego

And above all, what I want is for no casino to reopen my account. My problem is that once I start playing, I can't stop. If I'm not tempted, I don't play, but once I start, I can't stop until I lose everything.

Y sobre todo lo que quiero esque no me reabran más la cuenta ningún casino, tengo el problema que cuando empiezo a jugar no sé parar, si no tengo tentaciones no juego pero como empiece no sé parar hasta perderlo todo.

I'm showing you more evidence I've found of accounts I've closed in the past due to gambling problems, only to have them reopened without my consent. Looking back, I've lost a huge amount of money through this site, and if they hadn't reopened my account the first time it was closed, I wouldn't have suffered those losses.

Les muestro más muestras que e podido encontrar de cerrar la cuenta en el pasado mostrando mis problemas con el juego y se me a ido reabriendo sin consentimiento. Mirando atrás es muchísimo pero muchísimo dinero el que e pedido con esta página la cual si la primera avez que se me cerró no me la hubieran reabierto no hubiera tenido esas pérdidas.

Thank you for your replies.

Please note that the screenshots you have provided so far do not explicitly mention gambling problems as the reason for your account closure requests. Referring to heavy losses or dissatisfaction with bonuses does not clearly indicate gambling addiction or a request for responsible gambling self-exclusion.

If you have any additional emails that could be relevant to the investigation, please forward them to me. Kindly send the original, full, uncropped email conversations together with the casino’s responses to my email address, rather than screenshots only.

Okay, I'll try to provide the information, it's just that I deleted many emails and I don't have access to the live chat information.

Vale, intentaré proporcionar la información, esque borre muchos correos y lo del chat en vivo no dispongo de ello.

I have not received any emails from you yet. Please note that without any relevant evidence from your side, we will not be able to request a refund of your lost deposits.

At this point, the best we can do is assist you with submitting a proper self-exclusion request, which should help ensure that your account cannot be reopened again in the future.

Please let me know if you would like to proceed with this option.

I don't have those emails, but... I don't understand that simply telling them not to reopen my account, but to close it, gives them permission to reopen it and tempt me with bonuses when there are clear signs of gambling problems. A person who loses €2000 in a day has a gambling problem, isn't that normal?

No tengo dichos correos pero. O comprendo que con solo decirle que no ma reabran más que me la cierren tenga el permiso para abrirla y tentar con bonos cuando hay claros indicios de problemas con el juego, una persona que pierde 2000€ euros en un día es de tener problemas con el juego nj es algo normal

And just off the top of my head, of the emails I've been able to recover, I've lost over €10,000 in reopening fees. I just want to recover a portion of them and the certainty that they'll never reopen my account again or offer me bonuses.

Y así por encima los correos que e podido recuperar e perdido más de 10000 € en reaperturas, yo solo quiero recuperar una parte y la certeza de que nunca más me la reabrirán ni me invitará con bonos

They sent me that email two years ago to reopen the account, and I never sent it back. After that, they've opened it for me repeatedly.

Even in this email I told them that I had bad thoughts about the losses and feeling lost.

These websites shouldn't have the freedom to open accounts for people who they know are going to lose everything.

Ese correo me mandaron hace dos años para poder reabrir la cuenta y en ningún momento se lo mandé, después de eso me la han abierto en reiteradas ocasiones

Hasta en este correo les comunique que tenía malos pensamientos por las perdidas y verme perdido.

No deben tener esa libertad estás páginas de abrir cuentas a quienes saben que lo van a perder todo.

Hello Pelegrin,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, I'll wait.

Vale, me mantengo a la espera

Dear Pelegrin

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Pelegrin, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Malina Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They don't respond, not even by email.

No responden, si no lo hacen por correo tampoco

They're only interested in taking people's money; these sites should be banned, yet they're free to open accounts, encourage gambling by sending bonuses, and have no deposit limits or verification requirements.

Solo les interesa sacarle el dinero a la gente, estás páginas deberían están prohibidas y tienen la libertad de abrir las cuentas, de incentibar el juego mandando bonos, no tienen límites de depósito ni verificación alguna.

Dear Pelegrin,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First and foremost, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej